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Technology Can’t Replace Humanity

Technology has always transformed the way businesses operate, offering new efficiencies and conveniences with each passing year, from the assembly line to the Internet. Automated systems, AI chatbots, and self-service kiosks are now common across nearly all industries. But while these innovations have their place, we must remember that relying…
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Customer Service Is an Ongoing Commitment

Training employees in customer service is an essential component of employee development for any business. However, many managers make the mistake of treating it as a one-time event, something that is handled during the onboarding process. While onboarding is a critical time to establish service expectations, as we all know,…
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Customer Service Training Is for Everyone

When we think of customer service training, we usually picture cashiers, waitstaff, or call center representatives—the people who talk directly with customers every day. But great customer service isn’t just about your frontline team; it’s actually about the whole company working together to create an excellent customer experience from top…
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A Repeat Customer Is Not Always a Loyal Customer

It’s easy to assume that customers who keep coming back must be loyal to a business. However, this isn’t always the case. In fact, customers often return out of convenience, habit, or price, and not necessarily because they are emotionally invested in your brand. As soon as a competitor offers…
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Do Unto Your Employees

Most of us would agree that delivering exceptional customer service is essential for any kind of long-term success or growth. But what many overlook is the direct link between how employees are treated and how they, in turn, treat their customers. If a company expects its employees to be friendly,…
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Be Proud Not Prideful

Customer service is about building relationships, solving problems, and fostering trust. However, according to a recent article by customer-service expert Shep Hyken, one of the biggest obstacles to great service is pride. When pride gets in the way, employees and managers can become defensive, argumentative, and resistant to change—all of…
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The Power of Listening

Businesses that listen to both their customers and their employees possess an overwhelming advantage over their competitors. Gathering feedback isn’t just about checking boxes—it’s about making informed decisions to improve the customer experience, increase employee satisfaction, and drive revenue growth. At The Brandt Group, we understand the importance of feedback…
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On-Ramps to Sales, Off-Ramps to Lost Customers

When customers interact with your business, they follow a journey that either leads them to loyalty or drives them away. A common metaphor is that sales and customer service processes are like a highway with on-ramps and off-ramps. On-ramps make it easy for customers to buy from you, while off-ramps…
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Your Brand is a Promise

As a small business, your brand is more than just a logo or a catchy slogan—it’s a promise to your customers. The way you present your business tells your customers what they can expect from you. The real question is this: are you consistently keeping your promise? The consequences will…
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